# Minnesota

C CR Pilot

Stud y Lih - in W. Rezania, P

.E. PublicH ealth Engineer 

### Drinking Wa te r Pr ot ection Minnesota

Department

o f He alth

1

# CCR Piloting Objectiv es
 

### Me et SD WA re quir ement to d istribut e CC R  

### Seek methods that

a re mor e o r equall

y e ffective in co mmunicating C CR information  

### Evaluat e/C ompar e C CR co mmunicatione ffectiveness  

### Co st/W

ast e re duction  

### Fa miliarize r esidents w ithu tility/c ommunity websit e  

### Mak e CC R mor e a cce ssible to the public  

### Pr ov ide d ata

for EP A’ s CC R rule re tr ospective re view

2

# Pa rticipan ts
 

### Co mmunity

PublicW

at er S ys te ms (CP WSs) ser ving a populationo f 10,000 or

g re at er  Cost sa ving inc enti

ve  Re quired to individually d istribute a

paper co py C CR to t heir cust omers 

###  

### CP WSs co or dinat e w ithMDH ond eliver y methods & timelines  

### CP WSs a ssist

MDH withpost - CC R - deliver y s ur ve y  MDH provided postag e - paid sur ve y mailers  CP WS s distributed sur ve ys to cust omers  Cu st omers r eturned sur ve ys to M DH for e valuation/analysis

3

# Timeline f or Ye ar One
**October 2011**  **October -** 

**Dec ember**  **2011 January**  **- May**  **2012 May**  **- June**  **2012 June**  **- July 2012**  **August -**  **October 2012**  **MDH solicits**  **participation from 86 CPWSs**  **serving a**  **population of**  **10,000 or**  **greater** CPWSs notif y MDH of their intent to participate and method of

d elivery CPWSs select/describe delivery method with cost - saving estimate MDH hosts group

meetings, prepares system - specif

ic CC Rs, postcard notice for CPWSs review/approval MDH designs/print

s post - CC R co lor - co ded delivery s urvey mailers: Ye llow: web C CR notice Blue: tr aditional Green: email/e - bill MDH provides postage paid post CC R - delivery

sur ve y mailersto CPWSs CPWSs distribute

survey mailers within 3 we ekso f CC R/URL delivery
MDH co llects returned surveys and co mpile results and fi ndings MDH prepares

report to EP

A R5 and 86 CPWSs

MDH prepares for 2 nd ye ar pilot and provide assistance to new participants

4

# Deliv er y Me thod Options 1) Tr aditional deliver y 2) URLnotic e d istribut ed by p ost car d/newslet te r/bill insert  Internet

a ddr ess o f the C CR we bsite p rov ided to c ust omer  Contact

a t CP WS for

p aper co py C CR re quests  Note applicable violation(s), MCL/AL ex ce edanc e, or SDWA co mplianc e s tatus 

### 3) Email, e - bill, other

forms o f electr onicd eliver y  Re sidents to co nf

irm the re ce ipt

o f CC R e - Notic e  Ho using off

ic e to re lease C CR to s tudent/rent er’ s e - ac co unt

5

###  

### 80 out

o f 86 CP WSs int he Stat e p articipat ed, witht hese deliver y c hoic es:  

### Tr aditional: 38  

### CC R N otic e w ithURLusing post car d/newslet te r/bill insert: 36  Estimated sa

vings per s ys te m: ave ra ge $3,311; r ang e $2 50 to $6,500  

### E - mail or

e - bill co mbined witho ther methods: 6  Estimated sa

vings per sy stem: a

ve ra ge $2,429; r ang e $0 to $18,000 

###  

### Anint ernet

s ear cho f the 2010 CC R/W at er Quality Re port  

### Fo und C CR we b - postings o f all 86 sy st ems  

### E - deliver y c apability: e - ac co unt s et u p, e - bill, e - notic e  

### Outr eachc apabilities: twit te r, F ac ebook, city/utility

blogs 

# CPWS deliv er y choices

6

# Dr aft CCR T

empla te s Pr ovided  **www .health.stat**  **e.mn.us/c cr**   

## Us er I D (case s ensitive ): co mmc cr  

## Pa sswor d (case s ensitive ): CC RDr aft!  

## Re trieve  

## Mo dif y/R evise  

## Po st/Print  

## Deliver y: paper

C CR, we b - posting notic e, e - CC R

7

# Te mpla te f or a P os tca rd URL Notice 2011 CO NSUMER C ONFIDENCE REPOR T City of X XXXXX, PWSID XXXXXXX Dear Customers, Ina n e ffort

t o Go Greenyo ur

co mmunity

water s upply is no w p osting the2011 Drinking W

ater Report (C CR) onthewe b in lieu of sending the report to yo u by mail.

• In2011 yo ur

p ublicwater

s upply e xce eded (insert

MCL o r A L e xce edanc e information) • Optional - In2011 no co ntaminants wered et ected at lev els that v iolated feder al drinking water

s tandards Pleasego to: www

.webaddressher e.c om to v iew theC CR or

a nnual water quality report . Yo u cana lso co ntact XXX/XXX - XXXX to request a paper co py of there port. 8

# City of North Mank ato U RL Notice

9

# A Multi - lingual Bill Insert URL Notice **SP RW**  **S meets a**  **ll standards**  **for d**  **rinking water** 

**q uality**  **. To**  **re ad the**  **full water**  **q uality**  **re port,**  **go to**  **www**

**.stpaul.g ov**  **/waterquality . In**  **an effort**  **to 'g**  **o gr**  **een ,'**  **paper**

**c opies**  **a re o**  **nly**

**av ailable**  **upon re**  **quest a**  **t 65**  **1 -**  **266 -**  **6350 .**   SP RW S satisfac e todos los e stándares d e c alidad dea gua potable. P or

fa vo r diríjasea www

.stpaul.g ov/waterquality par a leer e l reporteco mpleto d e c alidad del agua. Copias e n papeldel reportes olamentee stánd isponibles llamando a l 65 1 - 266 - 6350 .  SP RW S waxa

y la kulantaa d hamaanheer arka

u d agsanta

yada biyaha la c abo . Si aad u akhrisid dhamaanw arbixinta ku saabsant aya da

biyaha, tag www .stpaul.g ov/waterquality . W axaa la heli kar aa

k oobiyada

w arqadaha

marka laga co dsado tel . 65 1 - 266 - 6350.  SP RW S ua

tau zoo raw s l i tag nrho cov q uag nta wmd ej zoo haus. Xa

v nye em tsab nta wv ce eb to om tag nrho t xo g dej zoo haus, mus ra u www .stpaul.g ov/waterquality . T suas muaj cov nta

wv luam ta

wmyo g nug tx og nta wm65 1 - 266 - 6350.

10

# Multi - lingual type fa ce to o small

11

# CCR P os t - Deliv ery Sur ve y
 

### Po st - deliver y sur ve y a dminist er ed b y MDH  

### MDH print ed 6000 co lor - co ded sur ve ys to be d istribut ed by CP WSs  

### 15 **00 Blue (tr**  **aditional paper C**  **CR)**  

### 3000 **Ye llo**  **w (post**  **car d/newslet**  **te r/bill**  **insert including**  **we b**  **- posting URL** **N otic**  **e)**  

### 15 **00 Gr een** 

**( email/e**  **- bill with** 

**a tt**  **achment**

**or link t**  **o URL)**  

###  

### Aiming for

a 95% statisticall

y s ignif icant co nf idenc e level  

### Six s ur ve y q uestions  

### Te ar - off

& mail back t o MDH as p ostag e - paid post car ds 12

### Blue: P aper C CR Ye llo w: CC R URL Gr een: E - CC R

13 Map o f cust omers who re ce ive d CC R in 2012 via Paper , URL Notic e, or

E - CC R1415

# Re sults of CCR Deliv ery Consumer Sur ve y

**E -**  **mail/E -**  **bill notification**  **4%**

**Newsletter Bill**  **- insert**  **Postcard 16%**  **Paper CCR 27%**  **Not sure 30%**  **Did not**  **Receive 23%**  **Q1 -**  **CC R/C**  **CR N otif** 

**ication Re**  **ce ive**  **d (N =**  **690) To**  **tal # of**  **surveys sent**  **5937 # of f**  **ailed deliv**  **ery 162**  **% Undeliv**  **er able**  **2.7% # of**  **completed surveys**  **690 %**  **completed 11.9%**  **Po pula**  **tion served 3,095,445** 

167 76 62 108 86

4 24 92 42 30

14 12 29 57 47

E-mail/E-bill notification Newsletter/bill

insert/postcard Paper CCR Not sure Did not Receive **CC R Sur**  **ve ys Re**  **turned, by d**  **eli ve**  **ry m**  **ethod used,**  **and co**  **nsumer**

**re sponse**  **to ho**  **w CC**  **R was re**  **ce ive**  **d**

**(N= 690)**  CCR URL Paper CCR email/ebill

17 **Sur ve**  **y Re**  **sponse to Q**  **uestion 1**

# Re sults on R eader ship

Read theC CR 21% Skim t hru it 33% Disposew /o

reading it 9% N/A 37% **Q2 -**  **Re adership**  **- All R**  **espondents**

**(N = 529)**

18 **Sur ve**  **y Re**  **sponse to Q**  **uestion 2**51 72 17 117

44 71
15 33 17 34

14 49

**Read the CCR Skim thru it**  **Dispose w/o reading N/A**  **CC R Sur**  **ve ys Re**  **turned, by d**  **eli ve**  **ry m**  **ethod used,**  **and co**  **nsumer**

**re sponse**  **to Re**  **adership (N = 534)**  Yellow-CCR URL Blue-Paper CCR Green-E-mail/E-bill

**Sur ve**  **y Re**  **sponse to Q**  **uestion 2** 19

# Re sults on Compr ehension

**Ye s**  **47 %** 
**No 12%**  **N/A 41%**  

### Q3 **- Wa**  **s CC**  **R Clear**

**& U nderstandable?**  **(N = 529)** 

**Sur ve**  **y Re**  **sponse to Q**  **uestion 3** 20

# Re sults on e - Bill Use

**143 94**  **102 92**  **53 47**  **139 8**  **12** Yes No Not sure **Q4: Is E**  **- Bill Option A** 

**vailable?**

**124 103**  **112 63**  **74 55**  **125 22**  **12**
Yes No Not sure **Q5: Will Yo**  **u View/Ac ce**  **ss CC**  **R?**

Yellow-CCR URL Blue-Paper CCR Green-email/ebill **374**

**155 161**  **311**

**200 179** 

Yes No Not sure **E -**  **Bill Option vs**  **. E -**  **Bill Us**  **e**

**(N = 690) Is E-bill Option Available?**  **Will You View/Access CCR?**

21

# Pr ef er ences on Deliv ery Me thods

**Notification by**  **postcard or bill**  **insert/stuffer 11%**  **E -**  **mail/E -**  **bill notification**  **36% Paper**  **C CR**  **43% Community**  **newsletter local paper**  **10% Pr**  **eferr ed**  **CC R Deli** 

**ve ry**  **Me thod**  **(N = 841)** 

**Survey Response to Question 6**  2256 138 194 37 22 40 132

39 18 124 37

4
0 50 100 150 200 250 300 350 400

URL Notice via

postcard or bill insert/stuffer E-mail/E-bill notification Paper CCR Community newsletter/local paper 

### Sur **ve ys**  **Re turned by** 

**Deli ve**  **ry M**  **ethod U sed**  **and R esponse**  **to P**  **re ferr**  **ed Deli**  **ve ry**  **M ethod**  **(N = 841)**  Yellow-CCR URL Blue-Paper CCR Green-email/ebill

**Survey Response to Question 6**  23

# Commen ts on Pr ef err ed Methods **Pa perless**  **Pa per**   

### Pr efer t he c heapest

m ethod  

### E - mail or

e - bill notif

icationi f it is labeled VER

Y C LEARL

Y  

### Wo uld be happy

to c lick a link when pa

ying bill on - line  

### I wa nt to kno w that

my wa te r is s afe; wo n't

s pend much time o n it

u nless t her e i s a pr oblem  

### St op s pending money o n useless p aper

wo rk !  

### Us e we b, F

ac ebook, twit te rs, and other

s ocial media!  

### I ha ve no PC, do re ad all things t hat

co me t hru mail  

### I ha ve a ut o p ay but

no PC  

### I r ec eive e - bill but

o ft end on ’t re ad notic es a tt ached  

### Mo re lik el

y to re ad it

whenit is w ithit ems o f int er est lik e co mmunity

f une ve nts  

### Emails a re to o easy

to delet e  

### At tachto u tility

bill/in vo ic e  

### It ’s a dequat e t he way it is, no mor e electr onics! 24

# E - Deliv ery v s. T ra ditional

**E -**  **mail E**  **- bill**  **notification 2%**  **Newsletter Bill**  **- insert**  **postcard 12%**  **Paper CCR 48%**  **Not sure**

**22% Did**  **not Receive**  **16% 192**  **Sur ve**  **y Cards**  **Returned for**  **Customers Who**  **W**

**ere Sent**  **Paper CC**  **R E**  **- mail**  **E -**  **bill notification**  **9% Newsletter**  **Bill -**  **insert Postcard**  **8% Paper CCR**  **18% Not sure**  **37% Did**  **not Receive**  **28% 15**  **9 Sur ve**  **y Cards**  **Returned for**  **C ustomers**  **Who W**  **ere Sent**  **C CR**  **via Email**  **or**

**E -**  **bill**

25

# Electr onic v s . Tr aditional Deliv ery

**Read the**  **CC R**  **15% Skim thru** 

**it 30%**  **Dispose w/o**  **reading it 12%** 
**N/A 43%**  **E -**  **mail/E -**  **bill Re**  **adership**

**N = 114**

**Read the**  **CC R**  **27% Skim thru**  **it 44%**  **Dispose w/o**  **reading 9%**  **N/A 20%**  **Paper C**  **CR Readership (N = 16**  **2)**

26 **Sur ve**  **y Re**  **sponse to Q**  **uestion 2**

# Electr onic v s . Tr aditional Deliv ery

**Notification by postcard**  **insert/stuffer 10%**  **E -**  **mail/E -**  **bill notification**  **68% Paper CCR**  **20% Community** 

**newsletter local paper**  **3% Preferred C**  **CR Deliv ery**  **M ethod**  **N = 183**

**Notification by postcard**  **insert/stuffer 9%**  **E -**  **mail/E -**  **bill notification**  **17% Paper CCR**  **57% Community**  **newsletter local paper**  **17% Preferred C**  **CR Deliv ery**  **M ethod**  **N = 233**

27 **Sur ve**  **y Re**  **sponse to**  **Question 6** 

# Somewher e in Betw een ...

**E -**  **mail E**  **- bill**  **notification 2%**  **Newsletter Bill**  **- insert**  **Po stcard**  **23% Paper**  **C CR**  **18% Not**  **sure 32%**  **Did not**

**Rec eive**  **25% 339 Sur**  **ve y**  **Cards Re**  **turned for Cu**  **st omers**  **w ho**  **we re Se**  **nt C**  **CR URL**

**Notification by postcard**  **bill -**  **insert Bill**  **- stuffer**  **13% E**  **- mail**  **E -**  **bill notification**  **32% Paper**  **C CR**  **46% Community**  **newsletter local paper**  **9% Preferred C**  **CR Deliv ery**  **M ethod**  **N = 42 5** 

28

# Conclusions  

## Minnesota

is C CR we b - posting re ady  

## CP WS s u sed co mbined methods t o d eli ve r the C CR; they kno w t heir

c ust omers a nd wh at

m ethod(s) to u se  

## Distinct

p re fe re nc e to p aper

C CR or p aperless C CR  

## Pa per C CR has its p lac e and will not be 100% re plac ed  

## Pa perless C CRs a re less likely to b e re ad but

o ffer c ost sa ving opportunities  

## URL No tic e (post car d/bill - stuffer) ser ve s as a hybrid and pr ov ides a n ave ra ge s av ing of $3,3 11/sy st em
29

# Wha t Ne xt?  

## Same a s ye ar - one w ithout thep ost - deliver y sur ve y  

## Expand participationto s maller C PWS s , pop . <10,000  

## Pr ov ide bet te r g uidanc e a nd URL - No tic e e xa mples  

## Ve rif y URL link pr ov ided onC CR C ertif icationF orms  

## Ent er URLso nt o ht tp :// cfpub .epa.g ov /saf ewat er/c cr/  

## Re fe r inquiries to ht tp ://cfpub .epa.g ov /saf ewat er/c cr/  

## A lo w co st

w in - win

30

# htt p :// cfpub.epa. gov /s af ew ate r/ ccr /

31

# Upda te /En te r PWS ’s CCR URL

32

### Lih - in W. R ezania 65 1 - 201 - 4661 Lih - in.r ezania@stat e.mn.us